Genentech · 5 days ago
Director, Healthcare Professional (HCP) Customer Relationship Management (CRM)
South San Francisco, CA
Full-time
Onsite
Director/Executive
$172K/yr - $318K/yr
8+ years expGenentech is a leader in digital experience and innovation in the healthcare sector, seeking a Director for Healthcare Professional Customer Relationship Management (CRM). This role involves driving the strategy, innovation, and delivery of the HCP CRM product to enhance patient and healthcare provider experiences while ensuring business impact.
BiotechnologyLife ScienceManufacturing
Responsibilities
Shape the strategic vision, develop a roadmap, and product standards for the Healthcare Provider Customer Relationship Management (HCP CRM), leveraging knowledge of customer engagement in the healthcare industry and CRM technology trends to enable strategic business priorities and experience needs for employees and customers
Drive the HCP CRM vision and roadmap by aligning with enterprise business stakeholder priorities, technical capabilities, user experience feedback, and process transformation opportunities—ensuring seamless integration and strategic impact
Design and lead the execution of a forward-looking operational strategy for the CRM product, focused on driving speed, efficiency, quality, and performance at scale
Champion the operationalization and enterprise rollout of new features, leveraging automation to streamline workflows, enhance user experience, and reduce costs. Ensure ongoing support for end-users while upholding compliance, governance, and operational excellence standards across all touchpoints
Develop business cases to support innovation and experimentation within the product model, identifying new CRM features and functionalities that deliver business outcomes, optimize performance, and improve customer engagement
Understand end-user pain points via user research, prioritize critical features to improve customer engagement, and set clear performance objectives that balance efficiency with exceptional experiences for our CRM end-user community and our customer base (HCPs, Organized Customers etc.)
Own the end-to-end product lifecycle and roadmap for the HCP CRM, overseeing strategic planning, delivery milestones, operational execution, and measurable adoption and impact through sustained use and enhancements
Champion the CRM’s value across the enterprise, clearly communicating the product’s role in delivering seamless, consistent and meaningful customer experiences through exceptional customer engagement
Work with product operations to define and maintain operational KPIs for CRM performance, including metrics related to information accuracy and customer satisfaction
Collaborate with the Technical Product Manager on vendor engagement and performance management to uphold SLAs and deliver high-quality technical support, enhancements, and infrastructure stability
Represent the HCP CRM strategy in governance councils, enterprise working groups, and cross-suite strategic planning forums
Ensure CRM platforms support the needs of our Commercial and Medical organizations by enabling personalized HCP engagement, omnichannel orchestration, and compliant messaging
Lead prioritization efforts, manage a variety of stakeholders, and resolve competing priorities to align and advance the CRM product roadmap and ongoing enhancements balancing short term needs with long-term investments
Collaborate with the Technical Product Manager to ensure alignment between business outcomes and technical feasibility, delivering a solution that supports both business goals and reliable performance
Partner with other Business Product Owners and Executive Director - CRM Suite Lead to align product strategies, ensuring the CRM meets the business and experience needs of our customers, end-user community and stakeholders
Partner with business stakeholders and technical teams to construct and maintain a prioritized product backlog
Serve as the CRM expert, with deep knowledge of customer engagement trends and technologies in the pharmaceutical industry. Track market shift and emerging technologies to inform CRM strategy and roadmap development
Engage with global product managers to share best practices and enable scalable, efficient solutions across markets
Partner with customer experience professionals to ensure product experience meets the expectations of its end-user product community
Deliver a CRM solution that meets business objectives, incorporating stakeholder feedback while driving improvements in CRM efficiency, quality of service, and end-user satisfaction
Collaborate with Senior Leaders and Training teams to support CRM adoption, offering product expertise and materials to drive change management and upskilling initiatives
Define business cases and secure necessary funding to support the development, enhancement, and scaling of the CRM platform
Lead the definition of business requirements for usage and system health, ensuring the HCP CRM aligns with enterprise data governance standards and industry best practices
Comply with all laws, regulations and policies that govern the conduct of Genentech activities
Lead, mentor, and manage the HCP CRM team, fostering an exemplary employee experience, including a culture of collaboration, innovation, and accountability
Provide guidance, training, and career development opportunities for team members
Allocate and shift resources effectively to ensure balanced workloads and optimized team performance and business impact
Cultivate an environment of both accountability and performance-based incentives with ongoing and annual performance management and rewards and recognition of all direct reports
Lead or oversee inclusive hiring of direct and indirect reports
Qualification
Required
Bachelor's degree in business, technology, operations, science, marketing, or a related field
8 years of experience, with 7 years in product management, digital product operations, or equivalent experience
Ability to own and manage the full product lifecycle, including visioning, roadmap creation, execution, and impact measurement
Expertise in driving product improvements based on measurement and optimization insights
Fluency / comfort with data systems, technology platforms, and integrations to inform strategic product decisions
Strong skills in budget management, resource allocation, and stakeholder alignment for cross-functional collaboration
Strong leadership and team management abilities, with experience in coaching, developing, and inspiring talent (direct or indirect)
Excellent communication and leadership abilities to drive change, influence stakeholders, and evangelize the product vision
Experience working in an agile setting or bringing agile best-practice mentorship to the team
Experience collaborating with Legal, Compliance, and Privacy teams to ensure adherence to governance and regulatory standards, and help influencing & evolving standards where needed
Ability to innovate and foster experimentation to improve product capabilities
Proven ability to adapt and navigate ambiguous or evolving environments
Deep knowledge of CRM platforms (e.g., Veeva, Salesforce) and their use in HCP engagement and field force effectiveness
Proven experience developing and implementing CRM strategies that balance business needs, user experience, and compliance requirements
Strong understanding of regulatory, legal, and privacy frameworks governing HCP interactions and customer data use
Preferred
Advanced degree, or equivalent experience (e.g., MBA or related graduate-level qualification)
Experience in healthcare, pharmaceutical, or highly regulated industries
Proven success in managing large-scale, complex projects requiring strategic planning and operational execution
Advanced knowledge of workflow tools, automation systems, and compliance frameworks
Proven success in leading enterprise-level CRM initiatives and CRM transformation or consolidation programs across Commercial and Medical functions
Benefits
A discretionary annual bonus may be available based on individual and Company performance.
This position also qualifies for the benefits detailed at the link provided below.
Company
Genentech
Genentech is a biotechnology research company that specializes in genetic testing and personalized medicines.
10001+ employees
H1B Sponsorship
Genentech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (167)
2024 (148)
2023 (150)
2022 (178)
2021 (121)
2020 (158)
Funding
Current Stage
Public CompanyTotal Funding
unknown2009-03-26Acquired
1999-07-20IPO
1976-01-01Series Unknown
Leadership Team
Ashley Magargee
Chief Executive Officer
Michael Laird
Vice President
Recent News
2026-01-07
MarketScreener
2026-01-06
Company data provided by crunchbase